Cumberland Infirmary
Newtown Road, Carlisle, Cumbria, CA2 7HYContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled The nurses and doctors were kind and efficient
by septembermm87 - Posted on 16 October 2023
My daughter put her hand through a window and needed the wound closing. It looked like a very busy night, but we were seen quickly, and the nurses and doctors were kind, efficient, and good-humoured.
Visited October 2023
Provided by Care opinion
Review titled Cumberland Infirmary
Replied on 16 October 2023
Dear septembermm87 Thank you for taking the time to share your feedback relating to your daughters recent attendance at our A&E Department. I am pleased to read your daughter was seen quickly and you didn't have too long of a wait. It sounds as if the staff you came into contact made the experience for you both better. Your feedback will be recorded and shared with the staff in the A&E department - they really do appreciate receiving lovely feedback. I hope your daughter's wound heals quickly. Take care Sylvia Patient Experience Manager
Provided by Care opinion
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Review titled Compassion and kindness.
Rated 5 stars out of 5
by Anonymous - Posted on 08 September 2023
I visited a&e today on advice from women’s outpatients. The triage nurse was lovely and found me a private room so I didn’t have to sit bleeding in the waiting room. I am a very anxious person and each doctor/nurse I saw was brilliant. They made a horrible experience much better and were very quick and reassuring. I’ve had bad experiences in the hospital in the past so I was very nervous but the kindness today was lovely. Thank you
Visited Accident and emergency services on September 2023
Review titled Cumberland Infirmary
Replied on 11 September 2023
Dear patient Thank you for taking the time to share your feedback relating to your recent A&E attendance. I am sorry to read why you had to attend, but pleased that you were treated with kindness. I will share your feedback with A&E matron who will then ensure this is shared with the staff in the department. Take care Sylvia Patient Experience Manager
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Review titled Communication
Rated 3 stars out of 5
by Anonymous - Posted on 01 November 2023
My 88 year old father was taken by ambulance to A&E on Sunday 8pm , he was assessed approx Monday 1am and sat in a chair in A&E department until 4am and only then when he needed assistance to go to the bathroom did a nurse say he shouldn’t be sitting this length of time and a temp bed in the A& E corridor was used until Monday 5pm where he was placed on AMU ward . Staff are very kind however the communication between them is shocking , my father has dementia and we had to make them aware all the time , nothing on his notes to inform them of this condition .We had to get medical history information from our GP in Scotland to give to the hospital as they couldn’t access his records which we did and made them aware we had them but no one appeared to want to take them off us for several hours . For 5 days we were told procedures/ investigations would be complete the next day , some happened others moved till the next day , then the next . We were informed he would be coming home without one of the major investigations until we insisted this happened and made them aware of how unhappy we were about this and the investigation happened so he was allowed home without a home assessment completed. As a family our experience was disappointing
Visited Accident and emergency services on September 2023
Review titled Cumberland Infirmary
Replied on 13 November 2023
Dear Anonymous Thank you for taking the time to share your feedback. I am sorry to read your father's experience and the experience you and your family had. This is not the level of care and communication that we aim to deliver. If you would like to raise your concerns with the Patient, Advice & Liaison Service (PALS) they can arrange for you to discuss your experience with a member of staff. PALS email - PALS@ncic.nhs.uk or phone 01228 814 008. Take care Sylvia Patient Experience Manager
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Review titled Patience under pressure
Rated 5 stars out of 5
by C Lauder - Posted on 22 September 2023
Whilst holidaying in the Lake District my partner was taken ill. We travelled to Carlisle A & E arriving shortly after 20.30. Even though the waiting room was very busy he was assessed fairly quickly by a very caring and considerate nurse. He then didn't have too long a wait before blood tests & Covid swabs were taken. I won't bore you with the medical procedures he had but I wanted to thank all the staff who were professional; calm; considerate and reassuring during our time there. The department was (I believe) understaffed due to strike action and they were swamped with ambulance patients and severe trauma patients but remained focussed and professional all the time. Unfortunately we were in the department for six hours-with a large portion of the delays being due to the severe cases brought in by ambulance. This long stay allowed us to witness first hand some of the abusive patients that they have to deal with on top of everything else. At least two of the patients appeared to be habitual drunks who were extremely rude; disruptive and taking up the valuable time of many staff with their inappropriate behaviour. I believe it was the senior clinician in the department who treated my partner and I want to especially thank him for his calm; friendly and gentle manner with us during a very anxious time. Thanks too to one staff member who was constantly cheerful every time he passed by and who brought us both water as we were waiting for the treatment to be completed. I really hope that this message reaches the staff who were working on 21/09/23 between 20.30 to 3am on 22/09/23.
Visited Accident and emergency services on September 2023
Review titled Cumberland Infirmary
Replied on 25 September 2023
Dear C Lauder Thank you for taking the time to share your feedback relating to yours and your partner's recent A&E attendance and for your understanding of how busy the department was. I am pleased that your wait and experience was made better by the staff you both came into contact with. I will ensure that your feedback is shared with the Matron for the department who will share it with the staffing team that were on duty. I hope your partner is recovering well and you were able to enjoy any time left of your holiday. take care Sylvia Patient Experience Manager
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Review titled Compassion and clarity
Rated 4 stars out of 5
by Anonymous - Posted on 19 September 2023
My husband was in an and E yesterday. Despite a busy waiting room, we were treated in the indicated time. The doctor concerned was from across the pond and was most courteous, explaining things well and chasing up on specialist advice. If all doctors were like him under stress on a busy day your infirmary would be in safe hands. Our only quibble was not being informed that my husband would not be admitted but could go home. This omission by an unknown person kept us for an extra three hours which could have made room for others in a crowded a and e
Visited Accident and emergency services on September 2023
Review titled Cumberland Infirmary
Replied on 25 September 2023
Dear anonymous Thank you for taking the time to share your feedback relating to your husband's recent attendance at our A&E department. I am pleased to read your feedback regarding the Doctor who treated your husband. I will share your feedback with Matron for A&E, for her to share with the staffing team and discuss the extra 3 hours you both spent unnecessarily in the department. Take care Sylvia Patient Experience Manager
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Review titled Mixed level of care
Rated 3 stars out of 5
by Anonymous - Posted on 30 July 2023
On the whole good staff considering short staffing, was given wrong meds which thankfully I spotted in time, the meds I brought in were returned to my luggage, a move which senior nurse was unhappy about and rightly so. There are some true angels but also some that are so tired they need to quit. Food? What can I say? Slop. No showers/ baths allowed due to infection control, couldn’t wash properly perched at a bathroom sink. If I was scoring it’s 7 out of 10.
Visited Respiratory Medicine on July 2023
Review titled Cumberland Infirmary
Replied on 01 August 2023
Dear Patient Thank you for taking the time to share your feedback relating to your recent inpatient stay. I am very sorry your experience isn't what the trust aims to deliver to all patients. If you would like to share the name of the ward that you were an inpatient on, for me to feed back your experience could you please email PALS@ncic.nhs.uk or ring the Patient Advice & Liaison Service on 01228 814 008 or 01946 523 818. Thank you for your 7/10 scoring, this is very reflective of your experience. Take care Sylvia Patient Experience Manager
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Review titled Visiting hours
Rated 3 stars out of 5
by Anonymous - Posted on 22 July 2023
Not impressed with the visiting hours due to the fact I was left standing for 20 mins after I ran the buzzer to visit my son and no one answered I lost precious time with my son.why is there no one answering for such a long time I understand the nurses are busy but surely someone must hear the buzzer.i wasn't very happy atall.
Visited Children's & Adolescent Services on July 2023
Review titled Cumberland Infirmary
Replied on 24 July 2023
Dear visitor I am sorry to read of your experience when you attended the hospital to visit your son and how the wait you experienced impacted on time with your son. If you would like to discuss your experience with the ward manager or matron please contact Patient, Advice & Liaison Service (PALS) on 01228 814 008 or email PALS@ncic.nhs.uk with the details of the ward and date and the PALS officer can arrange for you to receive a phone call. Take care Sylvia Patient Experience Manager
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Review titled Thank you so much
Rated 5 stars out of 5
by Anonymous - Posted on 04 July 2023
I recently had to spend some time in Hazel ward at the Cumberland Infirmary after a slight complication from surgery found me back in Accident & Emergency. I want to thank all of the staff on the ward for the outstanding level of care that they gave me whilst I was there. Especially one of the nursing staff who supported and helped me whilst I was at my most vulnerable. You are a credit to nursing, the hospital and the NHS. I also want to thank the wonderful A&E staff at the Cumberland Infirmary who initially took me in and gave me a sense of safety and reassurance during a worrying time. The food I had during my short stay was delicious. Thank you. I simply cannot find the words to relay how grateful I am to everyone in the hospital. You are all heroes. From the bottom of my heart - Thank You.
Visited General Surgery on July 2023
Review titled Cumberland Infirmary
Replied on 05 July 2023
Dear Patient Thank you for taking the time to share your feedback relating to your recent attendance at our A&E Department and your short stay on Hazel Ward. It is nice to received such lovely feedback from patients which I will record and share with both A&E and Hazel Ward matrons. I hope you are continuing to recover well from your surgery and your stay on Hazel Ward. Take care Sylvia Patient Experience Manager
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Review titled Terrible Experience
Rated 1 star out of 5
by A Wilson - Posted on 15 July 2023
I received a phone call from a doctor saying my blood levels were dangerously low and I need to go straight to a & e. Got to a & e and the doctor had phoned ahead. Then I waited 5 hours outside in the rain with a & e staff aware I could collapse any moment without being seen. I Informed reception I was leaving but they insisted I see the triage nurse before leaving. All the triage nurse wanted was for me to sign a disclaimer notice with no questions about my welfare. Even if I have to go to Hexham I will not be back.
Visited Accident and emergency services on July 2023
Review titled Cumberland Infirmary
Replied on 18 July 2023
Dear A Wilson Thank you for taking the time to share your recent experience with us, I am sorry to read that you waited outside in the rain for 5 hours and for not being seen by a clinician for the reason your GP wanted you to attend our Emergency Department. If you would like to speak to a Matron about your experience then please contact the Patient Advice & Liaison Service: 01228 814008 or PALS@ncic.nhs.uk and they can arrange this for you. I can't make any comment on what was happening in the Emergency Department when you attended or if the junior Doctor strikes impacted on your wait, but a conversation with the Matron may help us identify any learning from your experience. Take care Sylvia Patient Experience Manager
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Review titled Well looked after and fixed !!
Rated 5 stars out of 5
by Holly - Posted on 07 August 2023
I had knee troubles and found out I had a meniscus tear and cyst, I didn't have to wait months and months for my operation and my surgeon was amazing,kind,warm and explained everything that happened so I understood :) amazing.the condition had practically taken over my life and my wonderful surgeon and team fixed me, forever grateful thank you so much
Visited Rheumatology on July 2023
Review titled Cumberland Infirmary
Replied on 09 August 2023
Dear Holly Thank you for taking the time to share your lovely feedback relating to your recent surgery and the staff who looked after you. We record and report on all compliments. Positive feedback is always appreciated; so thank you. I hope you are recovering well from your surgery. Best wishes Sylvia Patient Experience Manager
Information supplied by North Cumbria Integrated Care NHS Foundation Trust